@Alex - Yeah, the only thing I can think is that there's something wrong with the username or password that you're entering. Colin or someone else might have more insight though...

I would like to ask you to please review your screenshots and make sure that there isn't anything in them that shouldn't be posted publicly, like an API key or something like that. If there is, let me know and I can take the screenshots down right away.

Would it be possible to remove one particular user from a ticket if they've being CCed on the ticket, leaving everyone else on there?

For example, I have two 'email' addresses I receive emails at - one which goes to Zendesk, and one which is a regular email account.

Often, customers will message both my email and Zendesk accounts. I want my email removed from the Zendesk ticket (but keep other 3rd parties on the ticket as a CC if they've been CCed initially). Hopefully this makes sense.

Unfortunately there isn't going to be an easy solution for removing one user from the list of CCs on a ticket. I'm fairly certain it's not possible since it would typically take two API calls (one to get the list of CCs and one to reset the list.)

There is an established feature request for CC functions to be added to triggers/automations, so feel free to add your thoughts there:

If this is an absolute deal-breaker, you could look into possibly utilizing liquid markup in the target. I'm not certain this would work at all, and it would beyond the bounds of support to help you on this.